We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 2561 results
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Decision Reference DRN-5171206
16 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5171206 The complaint Mrs B complains about the actions of Monzo Bank Ltd when she lost money to a scam. Mrs B is being represented by a claims management company but for ease of reading I’ll only refer to Mrs B. What happened The detailed background to this complaint is well know... (3 pages)View decision -
Decision Reference DRN-5439191
16 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5439191 The complaint Miss S complains that Monzo Bank Ltd won’t refund money she lost when she was the victim of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. However, in summary Miss S says she was invited... (3 pages)View decision -
Decision Reference DRN-5611940
16 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5611940 The complaint Mr T complained because Monzo Bank Ltd refused to refund him for payments to a bar abroad, which he said he didn’t authorise. What happened On 27 March 2025, Mr T was on holiday abroad, and went to a bar. Starting at 21.59, there was a series of payments and d... (4 pages)View decision -
Decision Reference DRN-5558805
16 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5558805 The complaint Mr S complains Monzo Bank Ltd failed to send a payment between his accounts on time. He says he has lost out as a result. What happened A summary of what happened is below. Mr S had been planning to buy a car in June 2024 and says he went into his app on 20 Jun... (2 pages)View decision -
Decision Reference DRN-5692673
16 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5692673 The complaint Mr A, on behalf of K, is unhappy Monzo Bank Ltd will not refund the money it lost as the result of a scam. Mr A has brought K’s complaint through a representative. For ease of reading, I will refer solely to Mr A and K here. What happened Mr A is the sole of di... (4 pages)View decision -
Decision Reference DRN-5170908
15 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5170908 The complaint Mr B complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost as the result of a scam. What happened In 2023, Mr B was contacted through a messaging app, by someone I’ll refer to as C. Mr B says that he had been in contact with C for almost two ... (3 pages)View decision -
Decision Reference DRN-5174264
15 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5174264 The complaint Mr S complains Monzo Bank Ltd won’t refund a transaction that debited his account which he says he did not make or authorise. What happened Mr S says he was assaulted, and his phone was stolen at about 12am on 18 April 2024. Mr S had spent the evening watching... (4 pages)View decision -
Decision Reference DRN-5520618
15 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5520618 The complaint Miss H complains about the service received from Monzo Bank Ltd (“Monzo”) following her reporting unrecognised transactions on her account. Miss H says due to Monzo’s errors and delays issuing replacement cards she was without access to the funds in her account... (3 pages)View decision -
Decision Reference DRN-5091133
15 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5091133 The complaint Mrs K complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse her £7,860 that she lost when she fell victim to a cryptocurrency investment scam. What happened In July 2023 Mrs K came across an ad for cryptocurrency trading her friend had posted on social media... (4 pages)View decision -
Decision Reference DRN-5687602
11 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5687602 The complaint Mr G complains Monzo Bank Ltd (“Monzo”): Restricted access to his account and requested he completes ID verification Recorded defaults in relation to Mr G’s outstanding overdraft balance, Flex and loan accounts Failed to put a hold on his accounts due to... (14 pages)View decision